JACOB CERADA
Cebu City
Summary
Operations leader with expertise in process optimization and performance management. Successfully led large teams to implement workflows that drive business growth and enhance productivity. Experienced in KPI management and cross-functional collaboration, resulting in reduced costs and improved response times. Committed to fostering a culture of continuous improvement aligned with organizational goals. Strategic leader with a strong background in employee coaching and performance monitoring. Drives engagement through structured development programmes, enhancing team productivity and satisfaction. Champions data-driven decision-making to improve operational outcomes and organisational alignment.
Overview
13
13
years of professional experience
Work History
Operations Supervisor
Helpware
08.2025 - Current
- Assisted in reducing payroll processing errors by 30% using improved validation checks and team leader training.
- Supported operational workflow streamlining, leading to a 20% reduction in overall process cycle time.
- Contributed to a team of 15 member advocates, promoting a culture of accountability and improvement.
Operations Manager
Booth and Partners
01.2024 - 01.2025
- Supported teams in achieving a 100% pass rate on all compliance and quality audits.
- Assisted in improving accuracy and timeliness of KPI tracking and reporting by 30%.
- Helped develop and document standard operating procedures that set a benchmark for the account.
PERFORMANCE DEVELOPMENT SUPERVISOR
Eperformax Contact Center and BPO
01.2022 - 01.2024
- Implemented process optimization and workflow automation, reducing operational costs by 15%.
- Directed daily operations including production planning, inventory, and quality control, ensuring alignment with company standards.
- Led and coached a team of 100+ employees, boosting team engagement by 20% through structured training programs.
- Developed and monitored KPIs, increasing operational efficiency by 10% through enhanced reporting and proactive solutions.
- Strengthened vendor management practices, reducing supply chain delays by 12%.
- Implemented real-time performance monitoring dashboards, reducing response time for escalations by 30%.
- Spearheaded an employee coaching framework, improving first-call resolution (FCR) by 12% and customer satisfaction (CSAT) scores by 8%.
- Designed a streamlined feedback loop between frontline agents and management, reducing error rates by 10%.
- Led initiatives to identify improvement areas, implementing automated reporting that decreased manual reporting workload by 25%.
- Developed targeted training programs, resulting in 20% faster onboarding time for new hires.
- Operational Excellence, Strategic Oversight, Governance Integrity
SENIOR TEAMLEADER
Office Partners 360
01.2021 - 01.2022
- Introduced a ticket prioritization system, reducing case resolution time by 18%.
- Implemented weekly data-driven coaching, leading to a 7% increase in individual agent productivity.
- Collaborated with cross-functional teams to streamline communication, reducing misrouted tickets by 10%.
TEAMLEADER
Techmahindra Vcustomer
01.2019 - 01.2021
- Established a daily performance review process, reducing agent knowledge gaps and improving service level adherence by 8%.
- Developed call flow optimization techniques, leading to a 5% decrease in average handle time (AHT).
- Conducted team meetings and training sessions, increasing agent proficiency scores by 15%.
PERFORMANCE DEVELOPMENT COACH
Eperformax Contact Center and BPO
01.2013 - 01.2019
- Designed a personalized coaching model, resulting in a 10% increase in individual KPI performance.
- Developed training modules focused on retention strategies, decreasing customer churn by 6%.
- Implemented a real-time QA monitoring system, improving call quality scores by 9%.
- ACCOUNTS SUPPORTED: US Telco Campaign, US Healthcare, Food Chain and Order Taking.
Skills
- Process optimization
- Performance monitoring
- Workflow automation
- Employee coaching
- Data analysis
- Quality control
References
- Franz Eric Cabrera, Director of Operations , Franz.Cabrera@helpware.com
- Leevan Francisco, Operations Manager, Leevan.Francisco@helpware.com
- Rusty Ada, Senior Operations Manager ( Booth) Rusty.ada@boothandpartners.com
- Airesh Cola, Performance Dev. Manager, airesh.cola@eperformax.com
Timeline
Operations Supervisor
Helpware
08.2025 - Current
Operations Manager
Booth and Partners
01.2024 - 01.2025
PERFORMANCE DEVELOPMENT SUPERVISOR
Eperformax Contact Center and BPO
01.2022 - 01.2024
SENIOR TEAMLEADER
Office Partners 360
01.2021 - 01.2022
TEAMLEADER
Techmahindra Vcustomer
01.2019 - 01.2021
PERFORMANCE DEVELOPMENT COACH
Eperformax Contact Center and BPO
01.2013 - 01.2019